IT Problem Management

9.3. Formal Review of Metrics

Now that the metrics have been defined, and assuming that you are collecting them, someone has to review them. As the manager of the service center, you need to identify who will review the metrics and how often. For each metric, or most likely, each set of metrics (a report), you must define four things. First, you need to decide who owns the performance represented by the metrics. For example, the employee performance metrics would be owned by the shift supervisor and the employees working that shift. The shift supervisor has primary responsibility for the performance of all the employees in his or her shift. Second, you need to work with the performance owner to determine the required frequency for reviewing ...